{"id":1348396,"url":"https://alion.io/job/highgate-guest-services-mgr-3","title":"Guest Services Mgr","company":{"id":1901308,"name":"Highgate","domain":"highgate.com","url":"https://alion.io/company/highgate-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlantic City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":167000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":422},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-27T17:38:40Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-10-03T01:07:22Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Compensation Type\nYearlyHighgate Hotels\nHighgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com\nLocation\nCourtyard Atlantic City\n1212 Pacific AveAtlantic City, NJ 08401Overview\nThe Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.\nResponsibilities\nRespond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.\nMotivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.\nCarry a cell phone at all times.\nPrepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.\nDevelop employee morale and ensure training of Guest Services personnel.\nMaximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.\nAttend daily and monthly Rooms Merchandizing meetings.\nParticipate in required M.O.D. program as scheduled.\nReview Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.\nPrepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.\nEnsure that no-show revenue is maximized through consistent and accurate billing.\nMaintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.\nEnsure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.\nMaintain a professional working relationship and promote open lines of communication with managers, employees and other departments.\nWork closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.\nOperate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.\nMonitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.\nEnsure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.\nEnsure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.\nEnsure sign off of all Service Standards by Position for Guest Services staff.\nAssist in preparation of revenue and occupancy forecasting.\nEnsure logging and delivery of all messages, packages, and mail in a timely and professional manner.\nMust maintain constant communication with Housekeeping, Reservations and the Credit Manager.\nOperate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.\nCoordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.\nEnsure correct and accurate cash handling at the Front Desk.\nFollow and enforce all Highgate Hotel credit policies.\nEnsure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.\nMaintain and monitor \"Lost and Found\" procedures and policies according to Highgate Hotel standards.\nEstablish and maintain key control system.\nEnsure participation within department for monthly Highgate Hotel team meeting.\nFocus the Guest Services Department on their role in contributing to the Guest Service and audit scores. \nMonitor all V.I.P.'s, special guests and requests.\nQualifications\nAt least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.\nSupervisory experience required.\nMust be proficient in Windows, Company approved spreadsheets and word processing.\nMust have a valid driver’s license from the applicable state.\nLong hours sometimes required. \nLight hours sometimes required.\nLight work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.\nMaintain a warm and friendly demeanor at all times.\nMust be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.\nMust be effective at listening to, understanding, and clarifying concerns raised by employees and guests.\nMust be able to multitask and prioritize departmental functions to meet deadlines.\nApproach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.\nAttend all hotel required meetings and trainings.\nParticipate in M.O.D. coverage as required.\nMaintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.\nMaintain high standards of personal appearance and grooming, which include wearing nametags.\nComply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.\nMaximize efforts towards productivity, identify problem areas and assist in implementing solutions.\nMust be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.\nMust be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.\nMust be able to maintain confidentiality of information.\nPerform other duties as requested by management.\nBenefits\nWe are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.\nMedical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions\nPaid holidays\nPaid vacation\nPaid sick leave (provided in accordance with applicable law)\nEmployee assistance program (EAP)\nEducational opportunities / Tuition reimbursement\nPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law\nFor Employees Based in Washington:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service\nPaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.\nFor Employees Based in Colorado:\n8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year\nUp to 20 days of paid vacation per year, based on classification and length of service\n6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.\nFor Employees Based in California:\n8 paid holidays per year\nUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.\nPaid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.\nPlease note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.\nPosting Date\nThis job opening was posted on [insert date] and will remain open for at least 75 days.","description_format":"text","description_chars":9574,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-27T17:38:40Z"}],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":0.9,"p_active":0.923,"p_room":1,"age_days":4,"expected_fill_days":30,"reasons":["conf:65","wave","win:early","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/highgate-guest-services-mgr-3","json_url":"https://alion.io/job/highgate-guest-services-mgr-3.json","meta":{"generated_at":"2026-10-03T04:09:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4262,"day_limit":5000,"remaining_today":738,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}